Cancellation, Refund and Rebooking Policy

Each service may have a provider-specific cancellation window or other lawful booking condition. The applicable rule must be clearly displayed before payment and in the booking confirmation. If no different rule is clearly displayed, the GoRush Default Cancellation Rule below applies.

• Cancellation at least 24 hours before the scheduled service time: full refund of the amount prepaid for the cancelled service.
• Cancellation less than 24 hours before the scheduled service time: ordinarily non-refundable, subject to mandatory consumer rights and any more favourable rule displayed for the booking.
• No-show or failure to arrive in time to participate: ordinarily non-refundable where the provider was ready and able to perform the confirmed service.
• Rebooking: may be offered subject to provider availability and any booking-specific conditions.

If the provider cancels a confirmed service or cannot provide it, the customer will be offered an appropriate remedy, which may include rebooking, an alternative service accepted by the customer, or a refund of the affected prepaid amount.

Where a service is not performed in the agreed manner for a reason attributable to the provider, mandatory UAE consumer-protection rights apply. Depending on the circumstances, the remedy may include re-performance without additional charge, full refund where the provider refuses, fails or delays proper performance, or another remedy required by applicable law.

For a partially delivered or materially deficient activity, GoRush may investigate the booking and facilitate a proportionate or full refund, re-performance or rebooking where appropriate, without limiting mandatory rights.

Adventure and outdoor services may be affected by weather, sea conditions, safety concerns, government restrictions, venue closure or other circumstances outside the customer’s control. Where the service cannot safely or lawfully proceed, the provider should first offer a reasonable reschedule where appropriate. If the service cannot be supplied and the customer does not accept a reasonable alternative, refund rights will be determined by the booking terms and mandatory law.

A refund may be refused or reduced where the customer cannot participate because the customer failed to satisfy a clearly disclosed eligibility or safety requirement, arrived too late, refused required safety instructions, was impaired, or otherwise prevented performance, provided that the restriction was lawfully and clearly disclosed before booking.

• Use the cancellation/refund function in the GoRush account where available, or contact GoRush customer support.
• Provide the booking reference and a short explanation. For service-quality disputes, photographs, messages or other reasonable evidence may be requested.
• GoRush may contact the provider to verify performance and determine the appropriate remedy.

Approved online-payment refunds will normally be initiated to the original payment method. Actual receipt time depends on Mamo or the applicable payment processor, card scheme and customer bank. GoRush will initiate an approved refund without unreasonable delay and will provide status information where available.

Amounts paid directly to a provider on-site may need to be refunded by that provider unless GoRush expressly confirms otherwise.

Customers should first contact GoRush so the issue can be investigated promptly. This does not remove any lawful right to dispute a card transaction. Duplicate recovery of the same amount is not permitted.

Refund and cancellation enquiries: director@istlift.ru.

This Policy is intended to operate consistently with Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Resolution No. 66 of 2023, including the consumer remedies applicable where a provider fails to perform a service properly.